on ascolto, BLOG, Coaching 7 Gen, 2016


My 2015 was characterized by a tendinitis in my right wrist, which, muffled, still persists. On February 1st I woke up with a nuisance, which quickly turned into sorrow, to the point of not being able to drive or turning a key. So, I went to my family doctor, to an orthopaedist, and then to a second orthopaedist, in September I went back to the family doctor, who advised me to go to a rheumatologist, who visited me twice.

Balance: six visits by four different doctors in about ten months.

Solution: no.

But I will not talk about the absence of a remedy, but rather about the way in which these visits took place: in only one occasion a doctor touched me, in another case, the doctor was only interested in escaping in another room to avoid that I could ask for an invoice or receipt, the rheumatologist (who I also had an altercation) dwarfed twice my problem saying that, if there had been something serious, I would have been paralyzed, while I was standing and I continued to work. In addition, a complete lack of empathy on the part of three specialists, lack of interest, of dialogue, of welcome. I have wondered many times, in these many months, what might be the reasons why a worker or a professional completely lose interest to their client, in contradiction with their own professional mission. And I also analyzed myself to see if, driven by routine, I sometimes act like them. This because the spring - I believe - that drives these shifts has to be subtle, to the point that the high salary, the social status, the Hippocratic Oath, the many years of study, the comfort fail to stem this decay. Or does the decay is the effect of comfort, permanent job, high salary without a proper and effective control?

I remember one of the first lessons of the course for professional coaches, where we studied some US statistics of about fifteen years ago, which revealed that the doctors with a more open and empathetic approach to the patient receive lower numbers of complaints addressed from dissatisfied patients. And an article on the direct and quantifiable relationship between collection of customer feedback and subsequent implementation of corrective actions across the organization and the success of the company itself.

Both studies have more than a decade, but in some contexts there is still much to do. I keep tendinitis (hoping to pass) and I think that the need of a coach is stronger and stronger!

In light of my experience, analyzing your daily work, how much do you act like my "doctors"?

If you had a coach by your side, on what would you work to provide a better service to your internal and external customers?






Leave a Comment